news ISSUE 38 : October 2011
INSIDE: Tenant Satisfaction we have achieved our best ratings yet! New Charter Academy brand new campus open. Green Charter we bring you GREAT news! And more!
New Charter Academy:
GREAT Neighbourhoods:
Brand new campus open. Pg 6
Ideas to improve services. Pg 15
Monkey Park! New play area for Central Estate. Pg 14
Your Views Count STAR (Survey of Tenants and Residents) In August, a research company called Explain contacted a sample of our tenants to ask for your views on our services. Thank you to everyone who gave up their time to complete this survey, we’ve received our best results yet, thanks to you! Here is what you told us about New Charter Homes and the services we provide to you.
Satisfaction % New Charter Homes as a landlord 94 Taking your views into account 87 Managing your rent account 98 Your estate services 92 Quality of your home 92 Your neighbourhood 88 Caretaking 90 Improvement works carried out 91 Value for money of your rent 85 Value for money of your service charge 78 Repairs service 90 Keeping you informed 92 Your overall feedback has been very positive but you have highlighted a few key areas for us to improve on and have also told us about your main concerns.
Where you live You told us that you are concerned about the look of your estates rubbish, car parking, vandalism and graffiti
Green Charter is coming! Over the next few months we will be letting you know about our plans to improve the grounds and environment around your homes – See page 15 for more details
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Please carry on giving us feedback about Cleancare, our caretaking service, so that we can continue to improve.
Where you live You told us that you are concerned about anti social behaviour, the behaviour of young people and drug use
Crucial Crew is coming! This autumn we are running workshops with over 3000 pupils in Tameside in partnership with the Police and the Fire Service. These cover alcohol abuse and sales to under-age young people, hate crime and youths causing annoyance. Pupils will also learn about the consequences their behaviour can have both now and in later life.
We have increased the number of tenancy warnings and cautions we have issued relating to noise. We offer more support to witnesses, including the opportunity to talk to someone who has been in the same situation.
We have started to use a new form of tenancy called Family Intervention, which makes sure that families engage positively with us or face swift action.
Although we are pleased at achieving such a high level of satisfaction, we will now be having a close look at the survey results, in partnership with the Tenant Management Team and other customer groups to review our services and decide what we need to do to carry on improving. If you are interested in taking part in any of our activities, please contact the Resident Involvement Team on 0161 331 2400.
Looking Local was launched on 24th September 2011 – this digital service will make it easier for you to report any concerns or issues either to us or to our partners from the comfort of your own home or while you are out and about – See page 14 for more details
We will be shortly conducting a STAR survey with all our leaseholders, giving you a similar opportunity to tell us what you think. This will take place later this year.
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Welcome..
A Big Thank You!
Thank you to those of you who have been working with us to create GREAT stories for this “bumper” edition of New Charter News. It has been a busy summer and we’ve got lots of new information for you to read about. We’ve got two competitions inside – one to design our new grounds maintenance service logo – Green Charter and we want you to have a go at designing our e-Christmas card for us. The lucky winners will get some GREAT prizes! We’ve also updated you on our FANTASTIC customer satisfaction results – we’d like to thank everyone who took part in our survey and we are proud to tell you we have received our BEST results yet! We’ve also launched our new digital service of Looking Local – tune into our services and contact us from the comfort of your own home. More details inside.
We’ d also like to invite you to get involved with the future content of this newsletter and become a member of our Customer Communications Group (CCG) – the group set up to look at not only New Charter News, but other communications we send out to you. To register your interest please telephone Emma Tempan on 0161 331 2000, or by email at contact@newcharter.co.uk We look forward to hearing from you and have a safe, secure winter and an enjoyable festive season. The Editor New Charter News Cavendish 249, Cavendish Street, Ashton-under-Lyne OL6 7AT
Welfare Reforms The Welfare Reform Bill, currently going through parliament, will see a Universal Credit made as a single welfare payment for working age households.
As a result of the views expressed by tenants at the information sessions, New Charter, working in conjunction with the NHF continue to lobby the DWP to try and ensure that the final outcome of the proposed bill allows tenants to Details of the proposals will be sent have the option of having to tenants as they become known to their housing benefit paid to New New Charter. Charter. Since the previous newsletter, we have held information sessions for tenants on the details of the bill and have talked directly with the Department of Work and Pension policy makers. We have been working closely with the National Housing Federation and have contacted MPs and written to the Government Minister.
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You can show your support by contacting the Resident Involvement Team on 0161 331 2400 or visit: www.housing.org.uk – click on ‘Campaigns’; then select ‘Contact your MP’ under ‘Unfair Housing Benefit Changes’. You will then be given advice on how to contact your MP to support the campaign; either via telephone or email.
We Achieve Best Ever Results For Tenant Satisfaction! According to our annual tenant satisfaction survey results we have achieved our best satisfaction ratings yet!
Watch out for upcoming features in this newsletter where we will look at the concerns you have raised and will let you know how we are acting on these concerns. As Ian Each year we ask you to give us your Munro says: views on our services. This is called a Survey of Tenants and Residents “A huge thank you to everyone (STAR). You may remember being who took part in the survey over contacted in August by the company the last few months your views are so important to us and have helped who carried out this survey for us. us to achieve this fantastic result. It Results for New Charter Homes is great to hear how happy you show that overall, 94% of you are are with our services. Please be satisfied with our services. assured, we will be looking at the 6% to see where things aren’t working This places us first in the country for so well and working to improve even satisfaction ratings. further and hit that 100% mark!” First of all a BIG THANK YOU to everyone who gave up their time to answer these questions, it really does help us to shape our services and very importantly highlights those we need to improve.
Your views count One of the first services we will be looking to improve is our Grounds Maintenance service
Thank you again to everyone who took part. You will find more information about the survey on pages 2 and 3.
Ian Munro and survey winner, Mrs Broadly of Stalybridge
Winter Nights Despite the Indian Summer this year, the winter is fast approaching. Long dark nights, cold winter mornings – yes we are familiar with it but we may not be familiar with everyone who calls on our doorstep.
The Welfare Benefit team at New Charter can provide you with advice and support to ensure you are receiving the correct benefit entitlement. For further information, please call 0161 331 2200.
The Nature of New Charter’s business means our employees have to visit you at your home. All employees carry an identification badge with them and you should always ask to see it before letting anyone into your home.
More than a quarter of all reported burglaries are at premises left insecure
lock it up and lock’em out
If you are in any doubt don’t hesitate to phone and check they are who they say they are before letting them in. All employees will be happy to wait outside while you check. Telephone 0161-331-2000 and ask us to check out the facts.
Bogus Callers If anyone calls who is not from New Charter please be doubly careful and ask to see identification – not everyone is as genuine as you are. Don’t let the visitor put you under any pressure to let them in. Bogus callers sometimes claim to be from the water board, gas or electric companies or the council and will tell you that it is urgent that you let them in. Always check their ID badge and if necessary phone their company to check they are genuine.
If in doubt, lock them out ! 5
New Charter Academy
Connect
Making That Connection With The Academy
Brand new campus open!
The Academy were approached in order to involve the exciting views and ideas of a younger generation in the development of our forthcoming new website.
(who may well be our tenants of the future), gave us their views on both our existing website and other sites, and created presentations to explain what they think makes a good/bad website. The project involved a The project ran throughout the full and exciting schedule of work, summer term; Year 9 students which with alternative and engaging approaches, brought a new dimension to the students’ learning.
The fantastic New Charter Academy campus opened its doors at the start of the new term in September.
Adding a great boost to the opening of this exciting new learning environment, results at the Academy have improved dramatically in 2011, with 83% The £40m building has been of students achieving 5 A* – C constructed on the Broadoak playing GCSEs and 46% achieving 5 A* – field site and has state-of-the-art Cs including English and Maths. sports, performing arts, ICT, science and technology facilities; and has Congratulations to everyone at the been designed in partnership with Academy – especially to the students students and staff. themselves. This is a fantastic result for everyone and shows outstanding Although the building is on a grand progress from 2008, when the scale, the interior has been designed Academy formed. on a comfortable, human scale, aiming to be welcoming and Once the students and staff have supportive for students. Initial settled in, the facilities will soon feedback from students, teachers and be available for community use support staff has been very positive outside of school hours. We will be – everyone is amazed by the facilities holding an open day at the Academy now available - the Academy really later in the school year so that has the ‘wow’ factor! local people can see the facilities
Emma Tempan & Cath Owston from New Charter, Jordan Booth- winner of the logo competition and Pete Cookson, Head of IT at New Charter Academy
August 2011. During the consultation period one issue was raised regarding whether the preserved right The consultation on the proposed to buy would continue. We were able conversion ended on Friday 26th to respond positively. We will keep
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The winner and three runner ups were awarded gift vouchers of their choice from the Group and Vivo reward points from the school. Jordan Booth, designer of the winning logo was really thrilled As part of the project, we and overwhelmed, saying “it is a big invited students to design surprise, I’m very excited, I didn’t a logo for Connect, New think I had a chance of winning”. Charter’s new upcoming Customer Contact facility. Watch out for more news We received 121 entries of ‘Connect’ in the next of a really high standard, Newsletter and on our website!
T: 0800 051 5346 W: www.myhomeenergyswitch.org.uk
My Home Energy
My Home Energy Switch – the new switching service for social housing tenants. Step 1
Call 0800 051 5346 or visit www.myhomeenergyswitch.org.uk
and experience the amazing design for themselves - watch out for more news on this. Find out more about the Academy and latest news at www.newcharteracademy.org.uk
Charitable Status New Charter Homes Limited conversion to charitable status.
however there was one outstanding winning design. Here is a preview of the logo!
you informed as to when charitable status is obtained and as ever, update you on new schemes, developments and initiatives as these arise.
Step 2
Select the best deal for you and complete the switch with the help of our team
Step 3
Sit back and wait
DO YOU WANT TO PAY LESS FOR YOUR ENERGY?
Step 4
The supplier will contact you to confirm the start date of your new service
With energy bills on the rise, call us free on 0800 051 5346 or visit www.myhomeenergyswitch.org.uk today to find the best price for your gas and electricity.
Call us to start saving today!
It’s free, fast and simple to switch and we’ll take care of all the paperwork.
Call us free on 0800 051 5346 or visit www.myhomeenergyswitch.org.uk to see how much you could save.
gnimoC
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gnimoC
Between 1 July 2010 and 31 December 2010, people who switched energy supplier with uSwitch.com saved an average of £254.
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Homelessness
Homeless International
Tackling the rise in homelessness
A new connection with Homeless International
We successfully manage the homelessness contract from our Tameside Housing Advice office in Ashton-under-Lyne, on behalf of Tameside Council. We are in our 11th year and we are seeing an increase in homelessness:l
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17% more people have been accepted as homeless this year We have seen 22% more people from Tameside asking us for help
What is most important to us is that we work with people at a very stressful time in their lives, aiming to prevent homelessness and find a solution.
Thanks to forward thinking and innovative working by New Charter and Tameside Council, we have been able to cope with the increase. We have a highly skilled and trained team of advisors based at our Tameside Housing Advice Centre, who work hard to prevent homelessness. We can speak to landlords, help out with debt or money problems and get people the support they need to try and stop homelessness. If you or anyone you know is having problems, don’t leave it until the last minute to speak to us. It is hard to find a solution in a crisis. Come
and talk to us and we can help to keep you in your home or help to plan a move elsewhere. The longer we have to work with someone, the more we can do to help. Please contact us as soon as possible.
As a registered Provider, New Charter prides itself on the homes it provides people with, but some people around the world aren’t so lucky.
constant fear of eviction. Living in a slum impacts upon health, security, job opportunities and education and we are pleased we can help in some way.
In an effort to help transform homes for people across the world, we have joined Homeless International.
For more information, you can visit: www.homeless-international.org
We are also proud to support our new slum connection International Every Aday, dwellerswith faceHomeless overcrowding, little or no access corporate charities which are Willow the challenges of poor housing, to water and sanitation, and the Wood Hospice, Dr. Kershaws, Farm and Thepeople Heywood As a Housing Association, New Charter prides itself on the homesAfrica it provides with,Hospice but .
A new connection with Homeless some people aroundInternational the world
aren’t so lucky.
As a Housing Association, New Charter prides itself on the homes it provides people with, but some people around the world aren’ttransform so lucky. In an effort to help homes for people across the
Homeless International. In an effort to help transform homes for people across the world, New Charter has joined Homeless International.
world, New Charter has joined
day, slum the challenges oflittle poor overcrowding, little or no access Every day,Every slum dwellers face thedwellers challenges offace poor housing, overcrowding, or nohousing, access to water to and water sanitation,and and the constant fear of eviction. Living in a slum impacts upon health, sanitation, and the constant fear of eviction. Living in a slum impacts upon health, security, job opportunities and education and we are happy to help in some way.
A GREAT new centre for tenants! security, job opportunities and education and we are happy to help in some way.
The Tameside Housing Advice Centre is open Monday-Friday 10am –3pm.
The service is open to telephone enquiries Monday - Thursday 9am – 5pm and Friday 9am – 4pm. You can contact us on 0161 331 2700 or visit us at 119-125 Old Street, Ashton under Lyne OL6 7RL. For more information about the service, visit our website at
www.tamesidehousingadvice.org
World Habitat Week With Homeless International, we supported World Habitat Week - a whole week of fun and fundraising from 3rd – 7th October to support slum dwellers. By taking part in this event we can help the Homeless charity support people living in slums to find their own solutions to urban poverty and make their voices heard. To reinforce our commitment to tackling homelessness, we also support other charities such as Homeless International. More information on the next page.
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Residents from Newton, Hyde The estates Regeneration Officer said: “Our neighbourhood centres recently attended the re- at New Charter - Mel Kearns, has are a valuable asset to our local opening of their Neighbourhood worked tirelessly with residents communities. They are designed Centre on Acresfield Road, on improvements, decorating the to bring our teams out into our For more information, you can visit: http://www.homeless-international.org/ opened by Emma Marsh, first floor and adding the finishing neighbourhoods to work alongside Director of Communities at touches. The local residents group our partner agencies in the area.” New Charter. centre isyou forcan‘The Group’ will have their For more The information, visit:Newton http://www.homeless-international.org/ use by the residents in Newton. own office and there we will be an IT The opening event was a fun-filled New Charter is also proud to support their corporate charities which are Willow Wood day and the centre will be a GREAT Hospice, Dr. Kershaws, Farm Africa and **** . office available. This facility will provide a muchcommunity resource where we will needed resource for residents, Emma Marsh, Director of be able to develop services for the community groups and Communities at New Charter local area and for you as a tenant. partner organisations. It will Charter is alsoactivities, proud to support their corporate charities which are Willow Wood enableNewregeneration Hospice, Dr. Kershaws, neighbourhood surgeries andFarm Africa and **** . residents group activities to be carried out in their neighbourhood. The centre has undergone a major internal refurbishment and an extension has also been added to the side of the building, funded by Tameside Council’s Children’s Services.
Gas Servicing
Welcome to Green Charter! We bring you GREAT news!
100% Success! Over the past 12 months (up to Aug 2011), we have achieved 100% gas servicing success!
to achieve this 100% record, so a ‘big us to carry out this work, this thank you’ to everyone! can incur costs to you and puts you and your neighbours at There are however a small number risk. We will be working to target By working with us and allowing us of properties we have struggled to these properties much earlier and into your homes to carry out this access. Gas servicing is very important more directly in future to resolve important work, you have helped us for your safety - without allowing this. ‘Please help us to help you.’
GAS SERVICING APPOINTMENTS – ‘helping us to help you’
To help us keep this perfect record, when you receive your first letter informing you that we will be carrying out gas services in your area, you can book your appointments in advance, by calling 0800 027 0828. Making appointments also makes sure we are calling at a convenient time for you.
To help plan ahead, here is our Gas Servicing schedule for the next quarter: September/October/November - Ashton-under-Lyne November - Mossley December/January - Stalybridge
(We will put this schedule in every Newsletter so that together, we can plan ahead)
GAS SAFETY 12th-18th September 2011 was the Gas Safe Register’s first national ‘Gas Safety Week’. The aim of this national event was to increase awareness of gas safety in the home and promote the importance of using only Gas Safe registered
engineers – something which all our hand to answer any concerns. You Building Company Operatives are. may have also received a leaflet with a gas servicing reminder letter; over As a company, we supported the the next few months, we are aiming event, helping to build awareness of to get this leaflet to each and every gas safety with you. Engineers and property. This leaflet includes staff attended our shops throughout handy tips for staying ‘gas safe’ in the week to give advice to tenants on the home, please take time to gas servicing and safety, and were on read this.
You have been telling us for a while now that you were not happy with the standards of the grounds maintenance service, currently provided by an external contractor.
with regard to frequency of grass Green Charter will be the name of cutting and enhancements to the the service and we will have a service such as a back garden service. number of “Green Teams” each of which will be responsible for a specific We are delighted to announce geographical area. We are confident that the Board approved the that with your help this will lead to the recommendations to bring the teams taking ownership of their area. maintenance service We have listened to you and looked grounds at the future of the service and back in house on expiry of the We have been researching both considered how we can improve contract, February 2012. This the type of equipment required your satisfaction for the long term. is GREAT news and we are so to carry out a first class service We have looked at other providers pleased that we will have the and also searching for suitable premises carrying out the service and also advantage of having greater control for Green Charter to be based from. considered bringing the service back over performance with the in house This means that we will ensure model. in house. that satisfaction increases within Your Tenant Management The current Environmental Working the first 12 months of the five year Team have been doing a lot group will become the Contract contract. of work on reviewing the service Monitoring group and report If you want more information and have helped us by carrying the findings of the trained tenant or want to join our Contract out a scrutiny of grounds inspectors from each geographical Monitoring group or become one maintenance. Following their area. The team has already of our Inspectors, please contact recommendations, they helped detailed the required performance Les Crowther, Green Charter us to re-write the specification indicators and these also complement Manager on 0161 331 2627. on what they want in the future the Local Offer, our promise to you.
COMPETITION As part of the new service we would like you to have a go at designing a new logo for Green Charter. There will be a prize for the design chosen and a photo opportunity to launch the new service. We’d love you to have a go (all ages can apply)! Please send your entries to: The Editor – New Charter News, Cavendish 249, Cavendish Street, Ashton-under-Lyne OL6 7AT. Closing date for entries is 15th November 2011. Please remember to complete the attached slip with your design – so that we know who has entered and we can ring you if you WIN!
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We have increased the number of appointments available for heating repairs on a Friday afternoon during winter months, when you need us most.
Name:
If you have any problems with your gas at home, or think it is unsafe always call:
Address:
New Charter Repairs Team
0800 027 0828 Smell Gas?.... Contact The National Grid
0800 111 999 10
Tel No: Email address (optional): Terms and conditions: Entries to be from New Charter tenants or a member of the household.
Skills2Build
Affordable homes
In June this year, we teamed up with SkIlls2Build to set up a dedicated team of local workers to decorate our homes.
voucher to complete the work themselves, having a room decorated of their choice in full, or a combination of both.
Skills2Build are part of The Big Life group of social businesses and charities which work together to provide people with opportunities to change their lives.
Caroline Price Director for Skills2Build says: “Our Skills2Build project recruits people who are struggling to gain employment for a variety of reasons, they could have few qualifications, limited skills or low confidence. Delivering this service for New Charter has given people the practical experience and the confidence they need to access future employment opportunities.”
The partnership was set up in response to your feedback on the decorative standard of our homes when you move in. Previously new tenants were only offered vouchers to buy their own paint, paintbrushes and wallpaper and you said you wanted more. We listened to you and now we can give new tenants a choice of receiving a
New Charter’s Director of Communities Emma Marsh explained: “The philosophy that informs this project is that meaningful work is important. It provides a structure and motivation, improves self-esteem and gives people the opportunity to set goals and improve their lives. Emma adds: “Trainees have the opportunity to settle into work routines and develop workrelated skills as welI as being able to demonstrate to employers that they can be valuable team members.”
What is this and what does it mean for you?
New Charter is committed to providing affordable homes for people in housing need and to help and support tenants stay in their homes. You may have heard about the recent Government proposals for welfare and social housing reform across England, including changes in the way building of new affordable housing is funded under their Affordable Homes Framework. We have submitted a bid to the Homes & Communities Agency (HCA), who are the national housing and regeneration agency for England, to build new homes over the next four years. The Skills2Build team are working from the New Charter Building Company’s headquarters at Globe Lane, Dukinfield. The joint working relationship with our Building Company is twofold, delivering a high quality decorating service to you and at the same time providing employment for people who have been long term unemployed.
Charity starts at home 2nd Generation Furnishings is a charity based in Stalybridge. They will train local residents through the collection and selling of second hand furniture.
in New Year. If you are interested in gaining new New Charter has been helping the skills or using business develop but now they need your existing skill your help! set, please contact the team at They also provide low cost 2nd Generation Furnishings are 2ndgenerationfurnishings@gmail. furniture for Tameside, supporting looking for Directors and volunteers. com or telephone Christine Burgess those in need. The team will be Your help will be needed in the on 07837 107417.
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trading from Stalybridge.
Astral
House
In order to build these new homes we have to commit to re-letting a proportion of our existing social housing properties at affordable rents (these are called conversions). We therefore need to think about this to plan for change.
Q. What is affordable rent? A. It is a rent which is up to 80% of the amount you would expect to pay for a similar home if renting privately. Q. What is New Charter doing? A. In October we are looking at converting some of our properties that we currently offer at a traditional social rent at a traditional social rent, to affordable rents. You can bid for these as you do now through our Choice Based Lettings Scheme. Q. Which properties are you going to convert? A. We will be looking to convert a small proportion of our larger family homes this will equate to less than 500 of our current homes over the next four years. We will not be looking to convert any of our sheltered accommodation that is designated for older people. We will also exclude properties with a high service charge and properties adapted specifically for households with a disability. Q. Will I have a choice? A. Yes there will still be properties available at traditional social rent levels. We will badge them clearly on our Looking Local pages, in the Tameside Advertiser and in our local shops so you can see clearly what you are bidding for. Q. What if I can’t afford it? A. We will give you advice and support before you sign up for a new affordable rent tenancy to make sure you can maintain your home for the long term. Q. Will my current rights be affected? A. Please don’t worry if you are a current tenant with New Charter. If you want to transfer and choose a property at an affordable rent, your rights will not be affected.
Christmas Competition
It’s that time again! ARE you a budding artist, photographer or designer? If so, we want to hear from you! New Charter is searching for eye catching Christmas images to feature on the company’s Christmas E-Card. We’re inviting talented tenants to send in their Christmas card designs and the winning image will be used on the company’s Christmas card sent out by email to tenants and business associates.
But you don’t have to be Picasso to enter! The winning images from the junior and senior categories will be chosen because of what they say about your community rather than for their technical mastery – so start snapping, drawing or painting!
Don’t forget to let us know whether you’re entering in the junior category for anyone up to the age of 16, or the senior category for people over the age of 16. Please also remember to put your address and telephone number on the back of the design. Unfortunately, we can only accept entries from tenants of New Charter or a household member.
Send your entries by email to paula. thomas@newcharter.co.uk or by post, to The Editor, Cavendish 249, Cavendish Street, Ashton-underLyne OL6 7AT. The closing date is Monday 15th November. Good luck!
Monkey Around Fun returned for the residents of Central Estate on Sunday 28th August 2011, with the official opening of the ‘Monkey Park’ children’s play area and gardens.
programme. Groundwork Trust also offered to provide CRAG with a ‘Community Development Training Package’ to help the group with fund raising and developing proposals.
The play area has been developed on land behind Peel and Francis Terraces. Previously a children’s play park, including ‘monkey bars’ and other equipment, this facility had fallen into disrepair many years ago and had been removed.
Tony Powell, Executive Director of Neighbourhoods attended to ‘cut the ribbon’ officially opening the play area and gardens and congratulated the tenants on the achievement of gaining the facilities. Sixty residents and children attended the event, where fortunately the rain held off, Monkey Park. For CRAG and the meaning that everyone could enjoy New Charter Officers on the estate refreshments and a buffet provided the question is: “What’s next?” by CRAG, while being entertained by a DJ and music.
New Charter’s Regeneration and Resident Involvement teams assisted CRAG (Central Residents Action Group) in consulting with residents of the estate to find out what they wanted for this area and ensured that residents were given adequate opportunity to influence decisions for their estate. Groundwork Trust project managed the works on the Monkey Park and supported the CRAG committee in developing plans for a children’s play area to be proud of; a flagship project for the New Charter estate.
Reflecting the involvement of the whole community in this project, it was rewarding to see many ‘new faces’ attended the event. Many good comments were received from residents at the event, both for the work of CRAG and the continual involvement and partnership working with New Charter. CRAG and New Charter have now returned this area to Approximately £50,000 of funding its former use and greatly improved was gained from the Big Lottery on it, and residents feel a real sense ‘Community Spaces’ funding of ownership and pride of the
Thanks go to Belinda Jeffery (Secretary of CRAG) & Laura Middleton of New Charter who led on the development and three year bidding and funding process; the CRAG committee; other New Charter staff who assisted and a BIG thank you to everyone involved. What a wonderful project.
GREAT Neighbourhoods GREAT Ideas
Staff in Neighbourhoods have been putting their ‘thinking caps’ on, coming up with some great ideas of how we can further improve our services to you. Emma Marsh, Director of Communities, says: “I have received some fantastic suggestions that have really inspired me. Staff who work directly with you our tenants on our estates, can see first hand how we can make positive changes for our communities.” Emma has been meeting with Managers from across the team as a panel, to review the ideas. Here is an update of some of the ideas and the positive action we have taken to develop them. Emma Marsh – Director of Communities
GREAT Idea
‘Key to the Door’ scheme to set up a training/ confidence building programme for new applicants who are young/homeless/vulnerable, to take part in whilst on our waiting list; including budgeting skills, basic gardening, healthy eating, and being educated on the effects of anti-social behaviour in neighbourhoods.
Positive Action The Panel really loved this idea and a small group, (including Neighbourhoods staff) has been set up to get this idea off the ground.
New Charter to lead in launching a recycling scheme for our residents; starting with large blocks e.g Cavendish Mill, Assheton House.
The Panel thought this idea was great and a pilot scheme is being prepared for Central Estate, before the end of 2011.
During estate inspections, staff record which tenants have nicely kept gardens and send them a ‘Thank You’ letter to show our appreciation. (Would also provide a record of possible entries for New Charter’s garden competition and ‘In Bloom’).
The Panel agreed that this was a great idea and the first batch of letters have been written, look out, it could be you!
When a new tenant signs-up, ask if they are interested in getting involved, e.g with residents groups.Tenants would be given a name of someone from their local group, so they would have a contact of someone to help when they are new to the area.
Great idea, currently being implemented.
We would love to hear your views on these ideas too please email GREATideas@newcharter.co.uk and let us know which you think are great, which ideas may need more work and any of your own suggestions. After all, these changes are for you so it’s really important to us to know what you think.Thank you.
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Back on the box
Neighbourhood Watched
Neighbourhood Watched The TV cameras are back at New Charter.
series attracted millions nationwide.
A third series of the BBC One programme “Neighbourhood Watched” has started filming. A camera crew from production company Raw Television is following the work of some of our staff. The aim is to show the variety of work we do in an entertaining and informative way. Viewers obviously like the programmes, as the previous
The crew will be with us until March next year, but the series is unlikely to be shown before the London Olympics. As well as ourselves, a landlord in Salford, City West Housing Trust is also to notice from the BBC when the programmes are to be shown, but appear. we’ll try and bring you news as we We don’t usually get much advance get it.
Your chance to have an LGB voice Raising Lesbian, Gay and Bisexual (LGB) awareness within New Charter
From April 2011, the new public sector duties in the Equality Act 2010 require housing organisations to give ‘due regard to’ the need to eliminate discrimination, advance equality of opportunity and foster good relations on grounds which now includes sexual orientation. We also want to make sure that we provide as many different ways as possible to get in touch with us, to influence the services that we offer and the support that we provide to all of our tenants. New Charter has a recognised LGB staff group, Spectrum, who meet monthly to provide feedback to New Charter, to promote awareness and to be involved in policy decisions with regards to LGB matters in the workplace. New
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Charter’s commitment to raising LGB awareness saw us taking part in the Manchester Pride event this year in the parade.
that we offer. We have several LGB staff members at our offices who would be happy to work in partnership with a group like this.
Historically it has been very difficult to engage people from local Lesbian, Gay or Bisexual (LGB) communities in resident involvement due to the fear of victimisation or harassment from other residents or even staff. For many there remains the fear of being ‘outed’ and victimised and therefore they may be unwilling to identify themselves as part of the LGB community.
We recognise that sometimes it is difficult to speak openly about LGB issues. We are interested in hearing your views, and as such we would like to let you know that you can contact us (anonymously if you prefer) by contacting our dedicated LGB staff group (Spectrum):
We would like to hear from you if you would be interested in taking part in an LGB New Charter residents forum, where you can raise any concerns you have, identify any problems or barriers you face and drive forward any ideas for improvements to services
Telephone number: 0161 331 2400 (Ask for Spectrum.)
Many of you may remember had signed a termination and one of the ‘stars’ of the BBC hoped this would be some form of mitigation to her case (as she series – Michelle Mathews. faced a potentially lengthy spell back Along with her friends and family inside). she made life a misery for many of the neighbours who lived in the In considering the case District Judge Osborne elected to bail locality of her Newton home. her from Court on the An initial injunction curbed her understanding that she did not behaviour for a time but she soon return to the property other lapsed again. In May this year we obtained a further injunction whilst preparing for possession proceedings and following a breach, Miss Mathews spent a week in Styal prison to reflect on her options.
than to pick up her remaining belongings and he adjourned the possession trial (just in case she decided to change her mind about terminating and failed to return the keys). This great result means the community can at last have the peace it deserves.
She appeared in Court in July for committal on the Breach and for the Possession. Miss Mathews
LGB email address: spectrum@newcharter.co.uk
We are dedicated to tackling discrimination in all its forms and to improving the services that we offer to all of our communities and we need your help.
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ASB Service Good news for our anti-social behaviour service. Comparing the results for 2009/10 and 2010/11, we have seen an improvement in customer satisfaction with the anti-social behaviour service at New Charter Homes.
Customers who complained about anti-social behaviour and responded to our survey were asked several questions about how the service was for them. 83% of customers said they were satisfied with the way their
complaint was dealt in 2010/11, which is a 15% improvement on the previous year. We continue to collect this information and act on customer feedback to improve our services.
20 Months in Prison August 2011 saw one of the stiffest sentences ever to be handed down to an Ashton man following him breaching an injunction order by committing a series of serious incidents of anti-social behaviour in and around his property. Daniel Maloney of Hurst Grove and his visitors caused so much nuisance to his neighbours, that a Tameside County Court Judge sentenced him to 20 months imprisonment. The judge stated that Maloney’s actions and behaviour were ‘as serious a breach as they could be’ and that he would exercise his sentencing powers of up to 24 months by imposing this 20 month prison sentence! Maloney was a heavy drinker who regularly had his friends at his property drinking and being rowdy throughout the night and into the early hours of the morning. When approached by a neighbour they became aggressive and abusive, and some of the visitors actually threatened this lady, causing a great deal of distress. All interventions with this man had failed to curb his behaviour. Following reports and evidence provided by the main witness, police and enforcement officers, an injunction application was made and an order with power of arrest was obtained. Officers then needed to serve this order as
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Want to be able to access New Charter services from the comfort of your home? Or maybe you want to see our available properties to rent, report a repair, find information about how to pay your rent, tell us about an Anti-Social Behaviour issue or find out what’s going on in your local community?
You can!
soon as possible. Maloney, ironically, had been taken into hospital having been found drunk and incapable that same day. It was anticipated he would be released from hospital quickly, so the injunction was served on him at his bedside in the hospital on New Years Eve 2010. The defendant was discharged later that day and breached the injunction. There then followed further breaches so Enforcement Officers attended and got statements from relevant witnesses.
with Maloney being weeks to vacate.
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On the evening of the possession trial Maloney and another unknown person attacked the son of the main witness causing him serious injuries which resulted in him being The neighbourhood policing team hospitalised, and this again was arrested Maloney in relation to all a serious breach of the injunction. these breaches in January 2011. He was remanded in custody and then On 18th August our Enforcement when he was put before the court Officers attended the hospital and he was given a three months prison spoke to the victim obtaining a video sentence suspended for two years. statement of the assault. Maloney was rearrested for the breach Possession proceedings were and remanded. On 23rd August commenced against Maloney. Maloney appeared for trial having Further breaches were committed. pleaded not guilty to the breach. The He was arrested and appeared in court victim, having been discharged when he was remanded for one week, from hospital, attended the Court after which he was sentenced to six and bravely gave evidence. The months imprisonment, which included case was proved and the Judge the three months suspended sentence sentenced Maloney to 20 months imposed at a previous court hearing. imprisonment. Maloney went to prison and served his time, being released from prison on 15th August, 24 hours prior to the possession hearing. When the hearing took place we were given possession of the flat
The commitment and dedication shown by the witnesses, the local police and our staff shows that together we can get a positive outcome and restore the safe and secure communities that our residents have a right to live in.
If you would like us to set you up on Looking Local or you would like us to do a demo for your neighbourhood/ resident’s group, please contact Roisin Ward or Emma Tempan on 0161 331 2000
You can now access lots of our services from your Digital TV, your mobile phone and even from your Wii. If you’ve got access to Sky, Virgin or a mobile that connects to the internet, you can use this service. Pick up a leaflet to find out more!
Android Market
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Your Local offers – how are we performing? LOCAL OFFERS
Can you believe your Local Offers have now been in place for six months? Behind the scenes we have been working with residents to ensure we are adhering to the Offers and that we are making improvements to our services.
This is a summary of some of our performance to date: Throughout this article, you will see ‘traffic light’ symbols- these colours tell you how our projects are progressing:
– not started yet
– work in progress
– going great!
Co-regulatory Champions With the closure of the Tenant Services Authority, the Tenant Management Team (TMT) have joined forces with the other nine co-regulatory champions to continue their advisory work for other organisations with regards to scrutiny and co-regulation. This work will mean that TMT will continue to be a recognised leader in scrutiny. As part of their co-regulatory champion status, members of the team have recently held a workshop at the Tenant Participation Advisory Service (TPAS) annual conference in Birmingham and spoken at a TPAS training event in Chester. In July the team joined forces with Wirral Partnership Homes and Helena Partnerships and held a conference in central Manchester. The event was a great success and was full to capacity. Current scrutiny topic – rechargeable repairs
We now have 24 grounds maintenance monitors, who are feeding back on the performance of contractors on your estates. There is still evidently dissatisfaction with the current service, which is being fed back to the Grounds Maintenance Manager. The new decoration option scheme is being offered to all new tenants. Results to date show that the option to receive a decoration allowance is by far the most popular choice with residents. Two hour uncap and commission appointment for boilers. New Charter Building Company are fulfilling their promise to keep a two hour appointment slot for new customers to uncap and commission their boiler by maintaining 100% on appointments. Taking Resident Involvement out into communities. Between 1st April and 30th June the Resident Involvement team completed 28 door-knocking or leafleting exercises on estates, 19 events on estates and 87 resident meetings on estates. The anti social behaviour advocate service was launched on 1st August 2011. Eleven volunteers have agreed to work on this service and have undergone training. Volunteers will be matched to current witnesses by Tenancy Enforcement Officers to give their support to new witnesses. During the winter and spring months the X-tra factor team will be consulting with you on how we can enhance your Local Offers. As you can see from our performance, the introduction of the Local Offers has proved beneficial to both residents and New Charter, but there is still room for improvement and the opportunity to address additional areas of concern. If you would like to make any suggestions to improve the current Local Offers, or to add to them, we would love to hear from you call 0161 331 2400 or email xtrafactorteam@newcharter.co.uk
The TMT rechargeable repairs report has now been submitted to the New Charter Group Management Team with 19 recommendations. This report will be going to Board shortly and be available on the TMT website following this meeting. www.tenantmanagementteam.org.uk Peer review scrutiny – Helena Partnerships TMT has just finished a scrutiny on Helena Partnerships new website www.excellenceathelena.co.uk where they looked at its user friendliness, content, feel etc from an external customers point of view. A report with recommendations has been sent to Helena. The two organisations are one of the first to undertake with this type of peer review scrutiny. Helena’s scrutiny group will be doing the same when New Charter’s new website goes live. Recruitment to TMT – if you are interested in joining TMT please contact them at www.tenantmanagementteam.org.uk or via the Resident Involvement Team. The workload is variable dependent on the scrutiny projects being worked on, but the group meet monthly for approximately two hours with additional meetings for projects usually on a weekly basis. The benefits of being involved are improving your skills, gaining experience and gaining a sense of achievement by helping to improve services for all residents.
Involvement Opportunities The opportunity to help monitor performance of the current Local Offers is still available and we still need volunteers in the following areas:
Grounds Maintenance Monitors We aim to have resident grounds maintenance monitors for every estate and still have a number of estates unrepresented. This role involves completing a simple form following your bi-weekly grounds maintenance visit to tell us if the grass cutting and other garden maintenance has been completed to your satisfaction.
Caretaking Monitors We aim to have a resident caretaking monitor for all areas where we have a CleanCare service. This involves you completing a simple form following a visit from the CleanCare team, to tell us how well they have cleaned and if there are any problems which we need to address.
Resident Translators Do you have a language skill you could use to help others? We are looking for people who speak other languages to help interpret for those who are unable to speak English. This work could only take half to one hour per month but would make the world of difference to those you would be helping and would give you a real feeling of achievement and value.
Forthcoming Events October 2011
Tenants Annual report The new 2010/2011 Tenants Annual report has now been launched. This report has been written for tenants by tenants and contains information you said you wanted to know about New Charter. This includes: Feedback on the six National Standards from the Tenant Services Authority, how New Charter Homes are progressing and plans for the forthcoming year
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Tues 11th 1pm – 2.30pm
Relets Service Review Group – an informal session to meet with the Relets team to discuss their service area
Business planning consultation
Thurs 13th 6pm
An opportunity for tenants to put forward their views on the priorities for the forthcoming year
Tues 18th 10am – 11.30am
An overview session in what is involved in becoming a mystery shopper or resident inspector for New Charter
Date TBC
Families learning together, an interactive event with entertainment and activities for all the family
Fri 4th 10am – 12noon
An awareness session on opening and using bank accounts
Tues 8th 11.30 – 1pm
Information session on recognizing damp & condensation, the causes and preventative measures
Wed 16th 10am – 12noon
An informal drop in session to chat with members of your Resident Involvement Team
6pm
Learn some basic techniques to create your own beautiful display
Wed 30th 6pm
The Resident Involvement Team annual review to review current opportunities & discuss future initiatives
Lunch with Neighbourhood (Board room)
Tues 13th 1p. m – 2.30pm
Neighbourhood Service Review Group – an informal session to meet with the Neighbourhood team to discuss their service area
Sheltered forum meeting (Pendle House, Denton)
Thurs 15th 1.30 – 3.30pm
A regular meeting for residents living in sheltered accommodation to discuss issues affecting them
Mystery shopping/resident inspection overview
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New Charter’s Homes challenges within the year for each service area
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New Charter’s Homes promise to improve
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A celebration of achievements
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A tribute in pictures to those involved
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A personal touch to the organisation, getting to know those in charge of the organisation
Lunch with Relets (Board room)
Tenants Annual Report Cavendish 249, Cavendish Street, Ashton-under-Lyne, OL6 7AT Tel: 0161 331 2000 Fax: 0161 331 2001 Email: contact@newcharter.co.uk www.newcharter.co.uk
HOMES LIMITED
2010/2011
Family learning festival
November 2011
The report is available in our shops, neighbourhood offices, on our website, www.newcharter.co.uk and on request.
Resident Involvement Impact Assessment
RESIDENT INVOLVEMENT IMPACT ASSESSMENT REPORT
Dealing with Damp & Condensation (Hazelhurst estate office, Hazelhurst Road, Ashton)
2010/11
The new 2010/2011 Resident Involvement Impact Assessment document is now available on our website, www.newcharter.co.uk. This illustrates all involvement over the passed year and it’s impact on services.
Meet your Resident Involvement team (Denton shop, 9 Albert St, Denton) A leading role
Choose your role
Get involved
Behind the scenes
A small part in the performance
Resident Involvement Statement The Resident Involvement Statement is available on our website www.newcharter.co.uk. This illustrates the different ways you can get involved.
Understanding Bank Accounts (Central Estate office)
Flower arranging
Resident Involvement Monitoring Panel (RIMP)
Resident Involvement Annual Review (the street)
The RIMP aims to ensure that a customer focused Resident Involvement service is offered throughout all of New Charter Housing’s activities. It is a group of 5 residents who try to ensure that residents are at the centre of all our activities and that we are continually working in partnership with our residents.
December 2011
The panel meet on a monthly basis and review various pieces of information to make sure that New Charter continues to reflect resident’s priorities and explore good practice and value for money in resident involvement. They receive ‘Impact Assessments’ that report on the progress of Resident Involvement activities. They can report any concerns they come across to the Tenant Management Team which could result in starting a scrutiny investigation. In June the RIMP held a consultation event for all Tenant & Resident groups affiliated to New Charter. It was a fantastic turnout with a lot of participation. The second part of the consultation will be held in November and will give other volunteer residents the chance to network with each other and share ideas. If you would like to know more about the panel then please email TPTeam@newcharter.co.uk
The new Customer Communications Group (CCG), replaces the Editorial Panel, looking at communication sent out to tenants and in particular the tenants’ newsletter – New Charter News. See page 27 for more information. We’d also like to know your views on the new format of Natterbox, being in a similar style to the rest of New Charter News. All events are held at New Charter Housing Trust, Cavendish St, Ashton under Lyne, OL6 7AT unless otherwise stated. Please call the Resident Involvement team on 0161 331 2400 to advise us if you will be attending.
Preparing for Cold Weather Do you recall the cold snaps in December and January last winter? Some of you may have suffered the inconvenience and disruption caused by a burst or frozen pipe or being without heating or hot water. We could experience similar very low temperatures this winter. In order to minimise the likelihood of further disruption in the coming months please take note of the following advice where applicable: Make sure you are familiar with the location of your cold water stop tap. Check that it can be turned off in an emergency.
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Every household will have received a letter from United Utilities. If you haven’t seen it, here’s some information to help you! Private sewer transfers – some questions and answers you may need to know:
If you have a water supply to an outside tap or unheated out-house, if possible turn off at its stop tap during winter months (or when not in use for washing machines etc.).
What is changing?
Let us know about leaking pipes, overflows or gutters as these are vulnerable to freezing, can create slip hazards and cause damage to your home. Are you concerned about a property that appears to be abandoned or unoccupied? Let us know and we will ensure we do what we can to minimise the risk of pipes freezing. If you are unfortunate enough to have no water it may be that the cold water supply pipe is frozen (usually where it comes into your home at the stop tap). If your heating is still working make sure that the room is kept warm and any cupboard or unit doors are kept open so that warm air can reach the pipe. If necessary, try thawing the pipe by using a hairdryer or a pan of hot water etc. Check the pressure gauge (if fitted) on your central heating boiler. Contact us if the pressure falls below about 0.5 bar and we will arrange to visit and ‘top-up’ the pressure. Doing this will prevent the boiler not working unexpectedly due to low pressure. If you have a Vokera boiler, further advice and guidance on ‘top-ups’ and using your central heating can be found in our: ‘Heating Guides’ available from October at our Shops or contact us and we will send you one in the post. The guides cover most Vokera models.
The following advice and guidance leaflets should help to improve the enjoyment of your home over the winter period and ease the burden of those ever-rising energy bills:
Private Sewer Transfers
Turn the water off if your home will be unoccupied for more than a few days. Remember to turn it back on when you return.
Please note that, in most circumstances, we will not provide a callout service to a frozen pipe as this in itself is not considered to be a repair.
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United Utilities
Try to leave your heating on a lower setting for longer periods particularly during very cold spells and don’t let your home get too cold. This will help to prevent pipes freezing and reduce the likelihood of condensation and mould growth forming. Further advice and guidance on preventing condensation can be found in our leaflet: ‘Your Guide to Preventing Condensation’ available at our Shops or contact us and we will send you one in the post. Check your gas and electric meter readings against any ‘estimated’ readings on your bills. You may be paying too much or building up unnecessary credit on your account. Follow your suppliers’ advice about giving them your own ‘actual’ readings. Have you considered switching energy suppliers to get the most competitive rates? Try My Home Energy Switch by visiting: www.myhomeenergyswitch.org.uk or call: 0800 051 5346
From 1st October, new Government legislation will see water companies in England and Wales take over the ownership and maintenance of many sewer pipes which are currently the responsibility of private households, businesses, local authorities and Housing Associations.
In the North West, United Housing Associations must maintain Utilities will take over an these pipes on behalf of their tenants additional 32,000 km of sewer pipes. – which means that repairs must be paid for by the Housing Association, Which pipes are Housing not their water company. Associations currently Who will own what from 1st responsible for? October? At the moment, Housing Associations have responsibility for From 1st October, Housing all the pipes which connect their Associations will be responsible tenants’ properties to the main only for the drainage pipes which serve individual properties. Sewer public sewer system. pipes which are shared by more These pipes may pass beneath than one property, or run beyond gardens and driveways, and may a property boundary, will become even run beyond property United Utilities’ responsibility. boundaries into nearby roads and pavements. Some of these If you have any questions, please call connecting pipes may be shared by 0845 746 2200 or go to: www.unitedutilities.com several properties.
This diagram illustrates the change: What will transfer? Typical pipe responsibility after October 1st Flats/apartments
Terrace
Semi-detached
Detached
Footpath
Public Highway
Illustration provided for guidance only.
KEY Private drain (responsibility of home owner) Transferred to United Utilities after October 1st Public sewer (responsibility of United Utilities)
Will my bill go up?
The Government estimates that bill increases for customers across the UK will range between 25p and £1.17 per month, to cover the extra costs that water companies will incur when they take over the private sewers. Unfortunately, we can’t 25
Smoking Time Bomb! Cigarettes Cause a Third of House Fire Fatalities -Smokers urged to ‘Put it Out, Right Out’ We are working with Greater Manchester Fire and Rescue Service to remind local smokers that careless disposal of cigarettes is the single biggest killer in house fires across the country.
bed are responsible for one in three of the home and test them weekly. A (36%) of all accidental house fires working smoke alarm means you are resulting in deaths in England. more than twice as likely to survive an accidental house fire. We are urging smokers to realise the deadly dangers of lighting up in For smokers not ready to kick the the home. Smokers not giving up habit, it is important to follow these should still be aware of the fire risks simple precautions to prevent a fire Habits such as smoking whilst drinking they face, cut out dangerous habits, at home: alcohol in the home or lighting up in install smoke alarms on every level l
Put it out, right out! Make sure your cigarette is fully extinguished
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Fit a smoke alarm and test it weekly. A working smoke alarm can buy you valuable time to get out, stay out and call 999
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Never smoke in bed. Take care when you’re tired. It’s very easy to fall asleep while your cigarette is still burning and set furniture alight
Avoid drugs and alcohol when smoking. It’s easy to lose your concentration when using any sort of drugs or drinking alcohol, combined with cigarettes and this could be lethal
Leaving a chip pan unattended for any length of time can have disastrous results as the oil can easily overheat and ignite. A simple switch from the chip pan to oven chips or
a temperature controlled deep-fat tips could help reduce the risk: fryer can help prevent the worst. If you do choose to deep fat fry your chips, these all-year-round fire safety
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Don’t overfill a chip pan with oil – never fill it more than one-third full
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Use a thermostat-controlled deep-fat fryer, which will make sure the fat doesn’t get too hot l
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Never throw water on a chip pan fire
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Don’t cook after drinking alcohol
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Don’t take risks by tackling a fire. Get out, stay out and call 999
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Get a smoke alarm and test it weekly
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Never leave lit cigarettes, cigars or pipes unattended - they can easily overbalance as they burn down Use a proper, heavy ashtray that can’t tip over easily and is made of a material that won’t burn
For further information on fire safety visit www.direct.gov.uk/firekills For a FREE Home Fire Risk assessment call free-phone 0800 555 815
They offer FREE local support that really works. When you attend, a trained advisor will help you to put your plan to stop smoking into action.
You can call an advisor on To also improve your health Freephone 0800 0224332, or and your lifestyle, would you like help visit www.smokefree.nhs.uk for to stop smoking? information and advice. When you go smokefree, you are up to four times more likely to succeed if you use NHS support and stop smoking medicines such as patches or gum to manage your cravings.
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We are also working with Greater Manchester Fire and Rescue Service (GMFRS) to urge chip lovers to take care when they indulge in one of the nation’s favourite foods.
151 accidental fires were sparked by overheated chip pans, the resulting 89 (including one fatality) casualties show how dangerous these fires can be.
For further advice on fire safety visit www.direct.gov.uk/firekills or contact GMFRS on 0800 555 815 for a free Home Fire Risk Assessment.
COMPETITION! We are giving you the chance to win a Deep Fat Fryer! 50 deep fat fryers are available to the first 50 applicants who are willing to swap their chip pan for a deep fat fryer. All you have to do is ring our Regeneration team on 0161 331 2000 to enter.
Customer Communications Group Customer Communications Group (CCG) – to be relaunched!
We are soon to re-launch CCG and We will soon be advertising the would love to see both regulars and first meeting of the new group, new faces! in time for reviewing the next Thanks to those who are already Newsletter. If you would like to part of CCG, the group which We haven’t forgotten you, so for contact us, please call Emma Tempan recently replaced the ‘Editorial this edition we will be telephoning on 0161 331 2000. Panel’. This group invites you to a selection of you to ask your views. look at communication sent out to We’d like to know what you think tenants, including customer leaflets of the articles, design, layout and and in particular your newsletter any suggestions you may have to New Charter News. improve it.
Website and Social Media As mentioned in the last newsletter, we consulted with customers and feedback told us that it was time for a brand new website! Some of the things that you said you wanted was:
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A site which was easier to navigate around To report a repair easily Find a home (easily) Pay rent on line Your own login area A site that looked nice and was up-to-date
So we took your comments on board and we got to work on the project. We’re pleased to say we are well underway with making those changes and should see a new site very soon! We will be consulting with a random selection of people (including tenants) before we go live to check the usability of the site and we’d like you to watch this space and keep your eye out for a brighter new site on www.newcharter.co.uk
Social Media Here at New Charter, we’re always striving to improve our communications with you. We have created social media facilities including Facebook pages. The pages are intended to act as an additional communications channel between New Charter and its customers, and it is also a place for you to interact with each other. So far, we’ve launched MiNT – Money Information Network Tameside and Aksa Homes on Facebook. We will soon be launching New Charter Homes. Keep your eyes out in the coming months for the launch of the site, get involved and be in with a chance to win prizes!
Contact us Address for submissions: The Editor New Charter News New Charter Housing Trust Group Cavendish 249, Cavendish Street Ashton-under-Lyne OL6 7AT Our shops open at 9am Monday to Friday and are located at: 2 Henrietta Street, Ashton 9 Albert Street, Denton 12 Clarendon Street, Hyde 63 Grosvenor Street, Stalybridge Switchboard:
0161 331 2000
Reporting Repairs:
0800 027 0828
Lettings Enquiries:
0161 331 2345
General Tenancy Enquiries:
0161 331 2400
Out of hours Emergency calls: 0800 027 0828 Anti-Social Behaviour Helpline: 0800 027 0522
For your safety
When we make major alterations to your home’s electrical circuits, we insta a smoke detector. connected This newsletter is from New Charter and is sent to all tenants to keep them informed of ourIt’s activities. You can askto a th 2000 or if you can tell us which language you speak, we will arrange for an friend or relative to phone us on 0161 331 2131, mains supply, but also has a special lon interpreter. life battery in case of power cuts. English
Farsi
0161 331 2000
Bengali
Gujarati
Urdu
We now test these as part of our gas servicing and safety check. And in our first few months, incredibly we’ve come across homes where the smoke detector has been removed or the battery taken out! 0161 331 2000
Aside from the personal risk, it is unlawful for unqualified people to alter the electrical facilities. Removing a working smoke detector puts the who 0161 331 2000 household at risk.
Greater Manchester Fire and Rescue Service offers a free home safety risk assessment, including fitting free smoke 0161 331 2000 alarms. Contact them on 0800 55581
Please recycle after use